VoIP Mailing List Archives

[saeedahmad1981 at gmai...]

Hi All,

In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.


Many Thanks

[msc at freeswitch.org]

On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com (saeedahmad1981@gmail.com)> wrote:

[saeedahmad1981 at gmai...]

Hi Michael,

Thanks for a quick reply.

I would definitely create a test environment, but my question is that will it work in required way?

I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail.

I would join IRC for further assistance.

Thanks.


From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Michael Collins
Sent: Tuesday, May 05, 2009 7:19 PM
To: freeswitch-users@lists.freeswitch.org
Subject: Re: [Freeswitch-users] Inboud Call Queue



On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com (saeedahmad1981@gmail.com)> wrote:
Hi All,

In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.



I would start here:
http://wiki.freeswitch.org/wiki/Mod_fifo

I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.

Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.

-MC

[dujinfang at gmail.com]

On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:

[saeedahmad1981 at gmai...]

Hi Seven,

I am exactly looking for this functionality.

Please let me know when you are finished with new queue manager app. I’ll try it in my call center.

Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background.

Many Thanks.


From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of seven
Sent: Wednesday, May 06, 2009 4:17 AM
To: freeswitch-users@lists.freeswitch.org
Subject: Re: [Freeswitch-users] Inboud Call Queue



On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:



Hi Michael,

Thanks for a quick reply.

I would definitely create a test environment, but my question is that will it work in required way?

I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail.



I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key.



Also maybe you need this patch to make the fifo works as desired.



http://jira.freeswitch.org/browse/MODAPP-272




I would join IRC for further assistance.



Thanks.




From: freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org) [mailto:freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org)] On Behalf Of Michael Collins
Sent: Tuesday, May 05, 2009 7:19 PM
To: freeswitch-users@lists.freeswitch.org (freeswitch-users@lists.freeswitch.org)
Subject: Re: [Freeswitch-users] Inboud Call Queue






On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com (saeedahmad1981@gmail.com)> wrote:

Hi All,

In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.



I would start here:
http://wiki.freeswitch.org/wiki/Mod_fifo

I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.

Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.

-MC


_______________________________________________
Freeswitch-users mailing list
Freeswitch-users@lists.freeswitch.org (Freeswitch-users@lists.freeswitch.org)
http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
http://www.freeswitch.org

[dujinfang at gmail.com]

The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir:

patch < /tmp/the_patch_file_name.diff


I will post an example on the wiki when I finished, hope be soon.

On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote:

[anthony.minessale at g...]

I worked on the patch and added it to trunk rev 13240


On Wed, May 6, 2009 at 7:53 AM, dujinfang <dujinfang@gmail.com (dujinfang@gmail.com)> wrote:

[dujinfang at gmail.com]

Thanks, so quick. Actually I had submitted another version of patch which added a channel var fifo_caller_exit_to_orbit which make the caller possible to exit to the orbit_exten other than hangup the caller when the caller enter the fifo_caller_exit_key.

I use this to guide the caller to another ivr or voice mail for non-patient callers.


If you think that useful, I can add another patch to jira. Apparently if the fifo can bind to more keys like ivr does will be better, in that way it can give callers more options and we can play announcement by fifo_chime_list.

- if (cd.do_orbit && cd.orbit_exten) {
+ if ((switch_true(switch_channel_get_variable(channel, "fifo_caller_exit_to_orbit")) || cd.do_orbit) && cd.orbit_exten) {



On May 6, 2009, at 9:57 PM, Anthony Minessale wrote:

[saeedahmad1981 at gmai...]

Thanks Guys


From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of Anthony Minessale
Sent: Wednesday, May 06, 2009 3:57 PM
To: freeswitch-users@lists.freeswitch.org
Subject: Re: [Freeswitch-users] Inboud Call Queue


I worked on the patch and added it to trunk rev 13240


On Wed, May 6, 2009 at 7:53 AM, dujinfang <dujinfang@gmail.com (dujinfang@gmail.com)> wrote:
The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir:


patch < /tmp/the_patch_file_name.diff



I will post an example on the wiki when I finished, hope be soon.


On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote:


Hi Seven,

I am exactly looking for this functionality.

Please let me know when you are finished with new queue manager app. I’ll try it in my call center.

Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background.

Many Thanks.




From: freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org) [mailto:freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org)] On Behalf Of seven
Sent: Wednesday, May 06, 2009 4:17 AM
To: freeswitch-users@lists.freeswitch.org (freeswitch-users@lists.freeswitch.org)
Subject: Re: [Freeswitch-users] Inboud Call Queue






On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:



Hi Michael,

Thanks for a quick reply.

I would definitely create a test environment, but my question is that will it work in required way?

I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail.




I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key.





Also maybe you need this patch to make the fifo works as desired.





http://jira.freeswitch.org/browse/MODAPP-272




I would join IRC for further assistance.





Thanks.






From: freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org) [mailto:freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org)] On Behalf Of Michael Collins
Sent: Tuesday, May 05, 2009 7:19 PM
To: freeswitch-users@lists.freeswitch.org (freeswitch-users@lists.freeswitch.org)
Subject: Re: [Freeswitch-users] Inboud Call Queue









On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com (saeedahmad1981@gmail.com)> wrote:


Hi All,

In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.



I would start here:
http://wiki.freeswitch.org/wiki/Mod_fifo

I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.

Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.

-MC



_______________________________________________
Freeswitch-users mailing list
Freeswitch-users@lists.freeswitch.org (Freeswitch-users@lists.freeswitch.org)
http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
http://www.freeswitch.org






_______________________________________________
Freeswitch-users mailing list
Freeswitch-users@lists.freeswitch.org (Freeswitch-users@lists.freeswitch.org)
http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
http://www.freeswitch.org









_______________________________________________
Freeswitch-users mailing list
Freeswitch-users@lists.freeswitch.org (Freeswitch-users@lists.freeswitch.org)
http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
http://www.freeswitch.org



--
Anthony Minessale II

FreeSWITCH http://www.freeswitch.org/
ClueCon http://www.cluecon.com/

AIM: anthm
MSN:anthony_minessale@hotmail.com ([email]MSN%3Aanthony_minessale@hotmail.com[/email])
GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com ([email]PAYPAL%3Aanthony.minessale@gmail.com[/email])
IRC: irc.freenode.net #freeswitch

FreeSWITCH Developer Conference
sip:888@conference.freeswitch.org ([email]sip%3A888@conference.freeswitch.org[/email])
iax:guest@conference.freeswitch.org/888
googletalk:conf+888@conference.freeswitch.org ([email]googletalk%3Aconf%2B888@conference.freeswitch.org[/email])
pstn:213-799-1400

[dujinfang at gmail.com]

See this:

http://wiki.freeswitch.org/wiki/Simple_call_center_using_mod_fifo


On May 6, 2009, at 10:15 PM, Saeed Ahmed wrote:

[saeedahmad1981 at gmai...]

Thanks Seven I’ll try it very soon.


From: freeswitch-users-bounces@lists.freeswitch.org [mailto:freeswitch-users-bounces@lists.freeswitch.org] On Behalf Of seven
Sent: Thursday, May 07, 2009 5:42 AM
To: freeswitch-users@lists.freeswitch.org
Subject: Re: [Freeswitch-users] Inboud Call Queue


See this:


http://wiki.freeswitch.org/wiki/Simple_call_center_using_mod_fifo



On May 6, 2009, at 10:15 PM, Saeed Ahmed wrote:



Thanks Guys




From: freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org) [mailto:freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org)] On Behalf Of Anthony Minessale
Sent: Wednesday, May 06, 2009 3:57 PM
To: freeswitch-users@lists.freeswitch.org (freeswitch-users@lists.freeswitch.org)
Subject: Re: [Freeswitch-users] Inboud Call Queue




I worked on the patch and added it to trunk rev 13240




On Wed, May 6, 2009 at 7:53 AM, dujinfang <dujinfang@gmail.com (dujinfang@gmail.com)> wrote:

The patch haven't been merged into trunk. It should be as easy as execute the following command in the FS source code root dir:




patch < /tmp/the_patch_file_name.diff





I will post an example on the wiki when I finished, hope be soon.




On May 6, 2009, at 6:45 PM, Saeed Ahmed wrote:




Hi Seven,

I am exactly looking for this functionality.

Please let me know when you are finished with new queue manager app. I’ll try it in my call center.

Regarding Patch: is it already part of SVN trunk? If not then could you help me how to install it, I have no programming background.

Many Thanks.






From: freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org) [mailto:freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org)] On Behalf Of seven
Sent: Wednesday, May 06, 2009 4:17 AM
To: freeswitch-users@lists.freeswitch.org (freeswitch-users@lists.freeswitch.org)
Subject: Re: [Freeswitch-users] Inboud Call Queue









On May 6, 2009, at 1:50 AM, Saeed Ahmed wrote:





Hi Michael,

Thanks for a quick reply.

I would definitely create a test environment, but my question is that will it work in required way?

I read that in Mod_fifo agent has to call in queue but I need that all incoming calls are automatically distributed between available agents or if all are busy then should go to voicemail.





I'm working on a call center like queue scenario right now, I'm pretty sure it call automatically distributed to available agents, but the customer will stay in the queue if all agents are busy by default. You can bind a key to the channel and play a message repeatedly to guide the customer to voicemail by press a key.







Also maybe you need this patch to make the fifo works as desired.







http://jira.freeswitch.org/browse/MODAPP-272






I would join IRC for further assistance.







Thanks.








From: freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org) [mailto:freeswitch-users-bounces@lists.freeswitch.org (freeswitch-users-bounces@lists.freeswitch.org)] On Behalf Of Michael Collins
Sent: Tuesday, May 05, 2009 7:19 PM
To: freeswitch-users@lists.freeswitch.org (freeswitch-users@lists.freeswitch.org)
Subject: Re: [Freeswitch-users] Inboud Call Queue












On Tue, May 5, 2009 at 9:55 AM, Saeed Ahmed <saeedahmad1981@gmail.com (saeedahmad1981@gmail.com)> wrote:



Hi All,

In an inbound call center scenario is it possible that customers calls in and calls are distributed between online (who are registered on FS and in idle state) agents. I saw some on going discussion on list where it looks that currently it’s not possible but I am newbie so maybe I didn’t understand it well. If it’s possible then please give me a start point that how can I implement it.



I would start here:
http://wiki.freeswitch.org/wiki/Mod_fifo

I strongly recommend that you set up a FreeSWITCH server and play around with it so that you can learn the pros and cons of using the FIFO queues. It would be best if you could set up a few phones and set them as FIFO agents and then have someone help you make test calls so that you can emulate your CC environment.

Also, you might want to join us on IRC: #freeswitch on irc.freenode.net - there are several users who've had real world experience with mod_fifo and they might be in a good position to answer your questions real-time.

-MC




_______________________________________________
Freeswitch-users mailing list
Freeswitch-users@lists.freeswitch.org (Freeswitch-users@lists.freeswitch.org)
http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
http://www.freeswitch.org








_______________________________________________
Freeswitch-users mailing list
Freeswitch-users@lists.freeswitch.org (Freeswitch-users@lists.freeswitch.org)
http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
http://www.freeswitch.org











_______________________________________________
Freeswitch-users mailing list
Freeswitch-users@lists.freeswitch.org (Freeswitch-users@lists.freeswitch.org)
http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
http://www.freeswitch.org




--
Anthony Minessale II

FreeSWITCH http://www.freeswitch.org/
ClueCon http://www.cluecon.com/

AIM: anthm
MSN:anthony_minessale@hotmail.com ([email]MSN%3Aanthony_minessale@hotmail.com[/email])
GTALK/JABBER/PAYPAL:anthony.minessale@gmail.com ([email]PAYPAL%3Aanthony.minessale@gmail.com[/email])
IRC: irc.freenode.net #freeswitch

FreeSWITCH Developer Conference
sip:888@conference.freeswitch.org ([email]sip%3A888@conference.freeswitch.org[/email])
iax:guest@conference.freeswitch.org/888
googletalk:conf+888@conference.freeswitch.org ([email]googletalk%3Aconf%2B888@conference.freeswitch.org[/email])
pstn:213-799-1400


_______________________________________________
Freeswitch-users mailing list
Freeswitch-users@lists.freeswitch.org (Freeswitch-users@lists.freeswitch.org)
http://lists.freeswitch.org/mailman/listinfo/freeswitch-users
UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users
http://www.freeswitch.org